Assessing the Quality of Telecommunication Services and Its Relationship to Student Satisfaction at Adam Barka University (A Case Study of the Abeche Branch of Airtel, Covering the Period from October 1, 2025, to March 1, 2026)

Abstract

This study aimed to evaluate the quality of telecommunication services provided by the Abéché branch of Airtel and its relationship to the satisfaction of students at Adam Barka University, covering the period from October 1, 2025, to March 1, 2026. The study employed a descriptive-analytical approach, utilizing a questionnaire as the primary tool for data collection from a random sample of students at Adam Barka University. The dimensions of service quality examined included reliability, responsiveness, assurance (security), empathy, tangibles, coverage quality, internet speed, call clarity, pricing of service packages, and customer service. Data were analyzed using frequencies, percentages, arithmetic means, standard deviations, Pearson correlation coefficients, and regression analysis. The results revealed a statistically significant positive correlation between the quality of telecommunication services and the satisfaction of Adam Barka University students. Furthermore, the dimensions of coverage quality, internet speed, customer service, and pricing were found to have the greatest impact on satisfaction levels. The study also indicated statistically significant differences in satisfaction levels based on certain demographic variables, such as gender, faculty, duration of service usage, and the type of service package. The study concludes with several recommendations, most notably: improving coverage quality and internet speed, enhancing customer service, offering service packages and price points tailored to students, and strengthening Airtel’s infrastructure in the city of Abéché. Keywords: Telecommunication service quality, student satisfaction, Airtel, Abéché branch, Adam Barka University, network quality, internet speed, customer service, pricing, coverage, case study..